April Rivera Email and Phone Number

I led the development of the Scalable Customer Success at Textio, geared for a high volume of lower revenue accounts, managing 300+ customers and over $2M in ARR. My expertise spans the entire customer journey, from onboarding to renewal, where I implemented automated workflows, created educational resources, and launched training webinars + a self-paced intro product course to increase engagement and retention. Skilled in working cross-functionally with teams like Product, Legal, and Finance, I focused on internal process improvements and retention strategies that enhanced customer experiences, aligned with company initiatives, and drove business outcomes.

In this four-month contract role at Moz, my responsibilities were to identify the Enterprise Account team's inefficiencies, then propose and execute solutions to better operationalize its processes, its documentation, and in turn, streamline the customer experience. The order of initiatives was executed based on highest priority team needs to decrease human time-spend, address individually-reported pain points, and enable the team's ability to scale in order to meet growing customer demands and volume. Specific initiatives addressing these goals included:- Research the current enterprise customers - listen in during relevant calls to better understand customer needs/experience and when/where the team is not achieving contractual levels of service; debrief the Account Manager with strategic questions to gain more granular insights- Audit the internal team operations to identify key issues contributing to sub-optimal team performance- Scale and automate the 12-month email customer journey (from onboarding to renewal) for 50% of the enterprise customer base - Define the enterprise customer tiers and level of service the team can support- Develop internal learning materials for the Moz Pro product to fill resource gaps, supplement continuous team learning, and foster more sustainable support for the Moz Pro customers- Collaborate with Sales, Learning, Marketing, and Support teams to find process gaps and duplicated efforts; as a result, identify solutions for improved team communication and efficiency

My main role was management of the customer onboarding team of 4 direct reports (US, UK, and AU) - to develop and maintain high quality product education experiences, and build strong, high-retention customer relationships. Responsibilities included:- Develop scalable and effective customer messaging (in-app and email) and live interactions to increase customer reach and engagement- Design, test, iterate, and launch new pilot onboarding programs to broaden product onboarding support- Build and revise team documentation - standardize team responsibilities, expectations, and in-team resources, and adapt them over time to changing customer needs and company goals- Charter individual or team projects in detail to explicitly connect the work to company-wide initiatives - Collaborate with other managers and ICs across teams to assist relevant projects and tasks, identify duplicative work across teams, and revise/re-allocate individual efforts - Level-up the skill set of individuals by goal-setting, reaching agreements on what specialized projects and tasks to pursue, and measuring progress of each quarter- Advocate for team and individual reports - created business cases to drive momentum to proposed projects, connected with HR for guidance on managing individuals' cases (promotion, performance issues, complex personal life circumstances, etc.)- Progress my team management acumen - monthly career coaching, workshops on: implicit bias, rank and privilege, alllyship, pipeline issues in tech, etc.

The team was tasked with a demanding, high-level company goal to significantly reduce customer churn and increase customer retention. My main responsibility was to provide live, 1-on-1 onboarding calls to educate customers about and demo the Moz Pro product, leveraged by screen share. We focused on the non-enterprise level customer base at the Free Trial and First Paid Month of their subscription. More detailed responsibilities included:- Facilitate the customer’s first real-time interaction with a company team member- Send customized follow-ups, including product-focused and/or topical resources according to customer needs- Log customer info to be consolidated and then forwarded to other teams for learning about the non-enterprise customer segment’s needs, challenges, product requirements, etc.- Resolve tickets - answered common questions, sent resources and guides, recommended next steps in complex processes, escalated urgent issues up to manager - Maintain product expertise by closely tracking product launches, updates, UI changes, early warnings, and progress on bugs- Contribute to educational videos posted in the Moz Help Hub, covering SEO topic and product tutorials - story-boarding, enhanced screen capture recording, and video editing

Technical training, bug reporting/reproducing, new employee sales training, entering orders into custom glass processing software, organizing and typing up incoming orders, invoice processing, providing product information for customers, resolving customer dissatisfaction

Deliver excellent customer service; resolve conflict and/or dissatisfaction; function in a team environment; communicate clearly; create a clean and pleasant environment; organize espresso bar, cabinets, and food cases; think of innovate marketing ideas

Greet and socialize with customers, guide customers through their shopping experience, promote store products, organize displays, re-stock the floor, clean and sanitize the store, and keep good relations with colleagues